Methodology

This course uses several methodologies, including brief presentations by the consultant, case studies, self-awareness tools, exercises to practice some of the methods learned during the course, video clips, and role plays.

Course Objectives

By the end of the course, participants will be able to:

Explain the importance of customer service in a competitive environment

Defend the vital role internal customers play and show that their satisfaction is critical to the success of an organization

Practice the techniques of managing customer expectations and delighting customers

Mastering customer communication essentials

Recognize early signals of customer irritation and respond appropriately to find a workable solution to the problem quickly

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists and managers who want customer service training to reinforce their skills and train their staff.

Target Competencies

Customer orientation

Conflict resolution

Personal accountability

Persuading others

Empathic outlook

Emotional control